Title:  ServiceNow Admin

Area(s) of responsibility

Job Description: ServiceNow Administrator

Experience: 5-7 years

Summary

A ServiceNow Administrator is responsible for the daily administration, configuration, and ongoing maintenance of the ServiceNow platform within an organization. This role ensures that ServiceNow applications run smoothly, meet business requirements, and are optimized for performance, security, and usability.

Key Responsibilities

• Platform Administration: Manage user accounts, groups, roles, and permissions within ServiceNow.
• Configuration and Maintenance: Configure ServiceNow modules (such as Incident, Problem, Change, Asset, and Service Catalog) according to organizational needs.
• Workflow Management: Develop, test, and deploy workflows, business rules, UI policies, and client scripts to automate and streamline business processes.
• System Upgrades: Plan and execute upgrades and patches to ensure the platform remains current and secure.
• Issue Resolution: Troubleshoot and resolve platform issues, provide support to end-users, and collaborate with technical teams to address problems quickly.
• Data Management: Maintain data integrity by managing imports, exports, and data mapping processes.
• Documentation: Create and update documentation for configuration, processes, and procedures.
• Reporting: Develop and maintain dashboards, reports, and performance metrics using ServiceNow reporting tools.
• Security and Compliance: Ensure the platform complies with organizational security policies and industry standards.
• Collaboration: Work closely with ServiceNow developers, business analysts, and other stakeholders to deliver solutions that align with business objectives.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Proven experience as a ServiceNow Administrator or in a similar role supporting ITSM platforms.
• Strong understanding of ServiceNow modules, configuration, and administration.
• Experience with scripting (JavaScript preferred), workflow automation, and problem-solving.
• Familiarity with ITIL processes and best practices.
• Excellent communication and documentation skills.
• Ability to work independently and collaboratively in a fast-paced environment.